Summary
If your business has been flagged or your Business Account / WhatsApp number is banned for violating WhatsApp's policies, but you believe you are compliant, you can appeal the decision. This article will guide you through the process of requesting a review and provide tips on how to prevent future violations.
Instructions
Understanding the Appeal Process
When you appeal a violation, the WhatsApp team will review your case to determine if the violation should be reconsidered. This review may result in WhatsApp reversing the violation, but it's essential to understand that the decision is not guaranteed.
Check the reason for your account ban
If your Wati account shows a status of “restricted” or “banned,” we recommend checking the most up-to-date status directly in your Meta Business Portfolio.
To view the details, go to WhatsApp Manager. If there’s an issue, you’ll usually see an alert banner displayed at the top of the page.
Click on the link and you should see the details regarding your account ban.
How to avoid account bans
Learn the common reasons why WhatsApp accounts get banned and how you can prevent them by reading our guide.
How to Request a Review
To appeal a violation, follow these steps:
Go to the Business Support Home page and click on the relevant WhatsApp Business Account.
Choose the violation you want to appeal from the list and click Request Review.
A new dialog will open in Business Manager. Enter supporting details to help the WhatsApp team understand your case, and then click Submit.
After submitting your request, the issue will be moved to the In Review tab.
Details to submit when requesting a review
Submit the following details:
Business name: Your company name.
Business description: Briefly describe your business.
Business website: Your official website URL.
How you use WhatsApp: Provide as much detail as possible about how you use WhatsApp for your business.
Here's an example of how to submit the required details:
Business name: Clare.ai Limited
Business description: Wati is a customer engagement platform built on the WhatsApp Business API. It helps businesses manage sales, marketing, and customer support by providing tools like a shared team inbox, no-code chatbots, bulk messaging capabilities, and integrations with other business software. Essentially, it allows companies to communicate with customers at scale using a single WhatsApp number.
Business website: https://www.wati.io
How you use WhatsApp:
We have a Click-to-WhatsApp (CTWA) ad in Meta Ads. We use this number to receive inquiries from users who click the WhatsApp button on the ad.
We set up automations via Wati for support use cases, including allowing end users to book demo calls.
We send notifications (utility templates) for demo call confirmations and reminders.
What to Expect After Submission
The appeal review decision will be sent to you via the Business Manager, typically within 24 to 48 hours. The outcome will be one of two options:
Unchanged: The violation will remain in place, and you will need to take corrective action to comply with WhatsApp's policies.
Reversed: The violation will be lifted, and you can continue using WhatsApp for your business.
Preventing Future Violations
To avoid violating WhatsApp's policies in the future, follow these best practices:
Read and understand the Commerce and Business Policies.
Review the frequently asked questions about these policies to ensure you are aware of the dos and don'ts.
Subscribe to the
account_updatewebhooks to receive real-time notifications when your Business Account violates a policy. You can find more information on how to subscribe to account update webhooks.Adjust your behavior on the platform quickly to avoid additional warnings and/or enforcement actions. By following these steps and tips, you can ensure a smooth and compliant experience on WhatsApp. Remember to always review and understand the policies and guidelines to avoid any issues that may affect your business.
Frequently Asked Questions (FAQs)
General questions
1. What should I do if my WhatsApp Business account is banned or flagged?
If your account is banned or flagged for violating WhatsApp policies but you believe you are compliant, you can submit an appeal to request a review.
2. How does the appeal process work?
The WhatsApp team will review your case to determine if the violation should be reconsidered. The review may result in the violation being reversed, but the outcome is not guaranteed.
3. How long does it take to get a decision on my appeal?
Decisions are typically sent via Business Manager within 24 to 48 hours after submitting your request. The outcome will either confirm the violation (unchanged) or lift the violation (reversed).
Checking account status
4. How can I check the reason for my account ban?
If your Wati account shows “restricted” or “banned,” check the most up-to-date status in your Meta Business Portfolio by visiting WhatsApp Manager. Any issues are usually highlighted with an alert banner. Click the link to view detailed information about your account ban.
Requesting a review
5. How do I submit a review request?
To appeal a violation:
Go to the Business Support Home page and select your WhatsApp Business Account.
Choose the violation you want to appeal and click Request Review.
In the dialog that opens, enter supporting details about your business and click Submit.
The request will move to the In Review tab for processing.
6. What details should I provide when requesting a review?
Include the following information:
Business name – Your company name.
Business description – A brief summary of your business.
Business website – Your official website URL.
How you use WhatsApp – Detailed description of your WhatsApp use cases, such as customer support, notifications, or automations.
7. Can you give an example of what to submit for a review?
Example submission:
Business name: Clare.ai Limited
Business description: Wati is a customer engagement platform built on the WhatsApp Business API. It helps businesses manage sales, marketing, and customer support with tools like a shared team inbox, no-code chatbots, bulk messaging, and integrations with other business software.
Business website: https://www.wati.io
How you use WhatsApp: We use a Click-to-WhatsApp ad to receive inquiries, set up automations for support and demo bookings, and send utility template notifications for confirmations and reminders.
Preventing future violations
8. How can I avoid account bans in the future?
Follow these best practices:
Read and understand WhatsApp’s Commerce and Business Policies.
Review FAQs about these policies to stay aware of dos and don’ts.
Subscribe to account_update webhooks to get real-time notifications of policy violations.
Adjust your behavior promptly to prevent additional warnings or enforcement actions.